ND SNACKSHOP FOOD SERVICE SYSTEM TRAINING

PERFORMANCE-BASED GRADING RUBRIC

Role 75-79% 80-84% 85-89% 90-94% 95-100%

Assistant Manager Unable to make good Struggles to make good Able to give valuable Usually gives their Capable of stepping in
and balanced decisions and balanced decisions information and help assistance in making making good and
that are required in that are required in in making good and good and balanced balanced decisions
both front- and both front- and balanced decisions decisions that are required in both front-
back-of-the-house i.e. back-of-the-house i.e. that are required in required in both front- and back-of-the-house,
budgeting, allocating, budgeting, allocating, both front- and and back-of-the-house as well as, completely
and anticipating menu and anticipating menu back-of-the-house i.e. i.e. budgeting, trusts their abilities in
needs. needs. budgeting, allocating, allocating, and identifying and
and anticipating menu anticipating menu rectifying problems
Unable to set and own Allocates time and needs. needs. and concerns of
responsibilities for any specific tasks but lacks customers and
tasks. Lacks planning ability to prioritize. Follows and focuses on Able to break the personnel.
and initiative to Requires regular the process for broader goals into
complete projects. guidance and achieving results. smaller parts and focus Always have the
Inability to check-ins. Works on Understands how to on one step at a time. initiative to seek more
communicate with tasks and projects but prioritize tasks, avoids Improves upon efficient ways of doing
others for lacks initiative to procrastination and pre-defined processes things and maximizing
collaboration or improve and help. develops good and asks questions or the timeline and
explanation of relationships with both seeks out information resources provided in
decisions and choices customers and when faced with order to achieve
made. personnel. challenges. results.

Receptionist Does NOT actively Sometimes engages Sometimes engages Usually engages Actively engages
engage customers even customers. Responses customers. Responses customers. Responses customers. Responses
when asked. lack key information lack key information satisfy the customer satisfy the customer
Responses do NOT that can satisfy the that can satisfy the and the student has a and the student has a
 satisfy the customer customer. Speaks with customer. Speaks with pleasant speaking pleasant speaking
and the student does a pleasant speaking a pleasant speaking voice, is polite, and voice, is polite, and
not have a pleasant voice, is polite, and voice, is polite, and well-mannered. well-mannered.
speaking voice, is not well-mannered. well-mannered.
polite, and not Hair is neat, Hair is neat,
well-mannered. Seldomly follows Hair is neat, appearance well kept, appearance well kept,
uniform and hygiene appearance well kept, uniform is neat and uniform is neat and
Hair is NOT neat, guidelines. uniform is neat and professional. professional.
appearance is unkept, professional.
uniform is sloppy. Needs coaching on the Students are Students are
menu and served Students are knowledgeable about knowledgeable about
Students are NOT dishes. somewhat the menu and served the menu and served
knowledgeable about knowledgeable about dishes. dishes.
the menu and served Sometimes helps out the menu and served
dishes. when there is dishes. Usually helps out Students will help out
downtime at the when there is when there is
Students will NOT restaurant, all Sometimes helps out downtime at the downtime at the
help out when there is assigned tasks are when there is restaurant, all restaurant, all
downtime at the completed. downtime at the assigned tasks are assigned tasks are
restaurant, even when restaurant, all completed. completed.
asked. All assigned assigned tasks are
tasks have failed to be completed.
completed.

Waiter Refuses to advertise Struggles to advertise Sometimes advertises Usually advertises the Completely advertises
the menu and does not the menu and needs the menu and menu and the menu and
make an effort to supervision or somewhat demonstrates wide demonstrates wide
know the menu. guidance on talking demonstrates wide knowledge about the knowledge about the
Always keep answers about the dishes to be knowledge about the dishes served. dishes served.
to customers’ served. Answers dishes served.
questions vaguely or customers’ questions Actively engages with Actively engages with
 uncertain. with vague and unsure Sometimes engages the customers, as well the customers, as well
answers. with the customers, as as, attends to as, attends to
Does not engage with well as, attends to customers’ needs and customers’ needs and
the customers, as well Does not engage with customers’ needs and concerns. concerns.
as, fails to attend the customers, as well concerns.
customers’ needs and as, fails to attend Usually makes sure Always makes sure
concerns. customers’ needs and Sometimes makes sure orders are correct and orders are correct and
concerns. orders are correct, and promptly gives them promptly gives them
Forgets to make sure takes time to give to the to the
orders are correct or Forgets to make sure them to the back-of-the-house. back-of-the-house.
promptly give them to orders are correct or back-of-the-house.
the back-of-the-house. promptly give them to Hair is neat, Hair is neat,
the back-of-the-house. Hair is neat, appearance well kept, appearance well kept,
Sometimes hair is appearance well kept, uniform is neat and uniform is neat and
neat, appearance Sometimes hair is uniform is neat and professional. professional.
well-kept, no neat, appearance professional.
accessories worn, well-kept, no Posture is confident Posture is confident
uniform is neat and accessories worn, Sometimes posture is and pleasant by and pleasant by
professional. uniform is neat and confident and pleasant demonstrating an demonstrating an
professional. by demonstrating an approachable persona. approachable persona.
Always slouches, approachable persona.
posture does not exude Always slouches,
confidence, struggles posture does not exude
build rapport with confidence, struggles
customers. build rapport with
customers.

Assistant Prep Refuses or ignores to Struggles in assisting Need guidance and Usually assists with Assists with menu
Cook assist with menu with menu planning, frequent supervision menu planning, food planning, food
planning, food food preparation, in assisting with menu preparation, inventory, preparation, inventory,
preparation, inventory, inventory, and planning, food and management of and management of
and management of management of preparation, inventory, supplies. supplies. Ensures that
supplies. supplies. and management of food is top quality and
supplies. Usually keeps cooks’ that the kitchen is in
Refuses to or ignores Takes time after being areas clean and safe, good condition.
when told to keep told to keep cooks’ Needs to be told to following food safety
cooks’ areas clean and areas clean and safe, keep cooks’ areas standards i.e. Always keeps cooks’
safe, and to follow and to follow food clean and safe, and to identifying potential areas clean and safe,
food safety standards safety standards i.e. follow food safety hazards and initiates following food safety
i.e. identifying identifying potential standards i.e. corrective actions standards i.e.
potential hazards and hazards and initiates identifying potential effectively. identifying potential
initiates corrective corrective actions hazards and initiates hazards and initiates
actions effectively. effectively. corrective actions Usually applies the corrective actions
effectively. principles of meal effectively.
Does not actively Sometimes applies the management and basic
apply the principles of principles of meal Sometimes applies the foods effectively in Applies the principles
meal management and management and basic principles of meal creating final of meal management
basic foods effectively foods effectively in management and basic products. and basic foods
in creating final creating final foods effectively in effectively in creating
products. products. creating final Follows proper final products.
products. handwashing
Does not follow Does not follow procedure. Follows proper
proper handwashing proper handwashing Sometimes follows handwashing
procedure. procedure. proper handwashing Usually hair is kept procedure.
procedure. neat, appearance
Hair is not neat, Sometimes hair is well-kept, no Hair is neat,
appearance not neat, appearance Sometimes hair is accessories worn, appearance well-kept,
well-kept, accessories well-kept, no neat, appearance uniform is neat and no accessories worn,
are worn, uniform is accessories worn, well-kept, no professional. uniform is neat and
dirty and uniform is neat and accessories worn, professional.
unprofessional. professional. uniform is neat and
professional.
Assistant Quality Needs supervision and Struggles to Understands the need Usually understands Completely
Control guidance to adapt to understand the need for change and is able the need for change understands the need
situations. for change and has to adapt to certain new and is able to adapt to for change and easily
difficulties to adapt to situations. pressure. adjusts to new
Refuses to or ignores pressure. situations with little to
when told to keep Needs to be told to Usually keeps working no supervision.
working areas clean Takes time after being keep working areas areas clean and safe,
and safe, and to follow told to keep working clean and safe, and to following food safety Always keeps working
food safety standards areas clean and safe, follow food safety standards i.e. areas clean and safe,
i.e. identifying and to follow food standards i.e. identifying potential following food safety
potential hazards and safety standards i.e. identifying potential hazards and initiates standards i.e.
initiates corrective identifying potential hazards and initiates corrective actions identifying potential
actions effectively. hazards and initiates corrective actions effectively. hazards and initiates
corrective actions effectively. corrective actions
Does not actively effectively. Usually applies the effectively.
apply the principles of Sometimes applies the principles of meal
meal management and Sometimes applies the principles of meal management and basic Applies the principles
basic foods effectively principles of meal management and basic foods effectively in of meal management
in creating final management and basic foods effectively in creating final and basic foods
products. foods effectively in creating final products. effectively in creating
creating final products. final products.
Does not follow products. Follows proper
proper handwashing Sometimes follows handwashing Follows proper
procedure. Does not follow proper handwashing procedure. handwashing
proper handwashing procedure. procedure.
Hair is not neat, procedure. Usually hair is kept
appearance not Sometimes hair is neat, appearance Hair is neat,
well-kept, accessories Sometimes hair is neat, appearance well-kept, no appearance well-kept,
are worn, uniform is neat, appearance well-kept, no accessories worn, no accessories worn,
dirty and well-kept, no accessories worn, uniform is neat and uniform is neat and
unprofessional. accessories worn, uniform is neat and professional. professional.
 uniform is neat and professional.
professional.

Bartender/Runner/ Constantly needs Sometimes needs Seldom need Does not need No longer needs
Busser supervision and supervision and supervision and supervision and supervision and
guidance when guidance when guidance when guidance when guidance when
preparing drinks and preparing drinks and preparing drinks and preparing drinks and preparing drinks and
serving food. Fails to serving food. Fails to serving food. Fails to serving food. Fails to serving food. Fails to
adapt to situations. adapt to situations. adapt to situations. adapt to situations. adapt to situations.

Refuses to or ignores Takes time after being Needs to be told to Usually keeps working Always keeps working
when told to keep told to keep working keep working areas areas clean and safe, areas clean and safe,
working areas clean areas clean and safe, clean and safe, and to following food safety following food safety
and safe, and to follow and to follow food follow food safety standards i.e. standards i.e.
food safety standards safety standards i.e. standards i.e. identifying potential identifying potential
i.e. identifying identifying potential identifying potential hazards and initiates hazards and initiates
potential hazards and hazards and initiates hazards and initiates corrective actions corrective actions
initiates corrective corrective actions corrective actions effectively. effectively.
actions effectively. effectively. effectively.
Usually applies the Applies the principles
Does not actively Sometimes applies the Sometimes applies the principles of meal of meal management
apply the principles of principles of meal principles of meal management and basic and basic foods
meal management and management and basic management and basic foods effectively in effectively in creating
basic foods effectively foods effectively in foods effectively in creating final final products.
in creating final creating final creating final products.
products. products. products. Follows proper
Follows proper handwashing
Does not follow Does not follow Sometimes follows handwashing procedure.
proper handwashing proper handwashing proper handwashing procedure.
procedure. procedure. procedure. Hair is neat,
Usually hair is kept appearance well-kept,
 Hair is not neat, Sometimes hair is Sometimes hair is neat, appearance no accessories worn,
appearance not neat, appearance neat, appearance well-kept, no uniform is neat and
well-kept, accessories well-kept, no well-kept, no accessories worn, professional.
are worn, uniform is accessories worn, accessories worn, uniform is neat and
dirty and uniform is neat and uniform is neat and professional.
unprofessional. professional. professional.

Dishwasher/ No cooperation Weak cooperation Able to communicate Usually communicates Communicates well
Dishwiper/ between team between team with the staff and with the staff and with the staff and
Housekeeping members. members. Use proper personnel on what is personnel on what is personnel on what is
Improper use of cleaning tools, clean or dirty, and how clean or dirty, and how clean or dirty, and how
cleaning tools, equipment and to keep areas clean. to keep areas clean. to keep areas clean.
equipment and cleaning agents.
cleaning agents. Surfaces are not Need to be told to Promptly manages Promptly manages
Surfaces are not free completely free from segregate and dispose waste and garbage waste and garbage
from trash, dirt, dust trash, dirt, dust and/or of waste and garbage bins properly. bins properly.
and/or spills. spills. Tools, bins properly.
Tools, equipment and equipment and Usually keeps floors, Always keeps floors,
supplies are not supplies are not and other surfaces of and other surfaces of
cleaned. Tools, cleaned before storage. Able to keep floors, the kitchen and dining the kitchen and dining
equipment and and other surfaces of area clean. Good area clean. Good
supplies are not stored Need to be told to the kitchen and dining cooperation between cooperation between
well. segregate and dispose area clean when told. all staff. Use proper all staff. Use proper
of waste and garbage Good cooperation cleaning tools, cleaning tools,
Does not segregate bins properly. between all staff. Use equipment and equipment and
and dispose of waste proper cleaning tools, cleaning agents. cleaning agents.
and garbage bins The floor appears equipment and Surfaces are usually Surfaces are free from
properly. clean however a check cleaning agents. free from trash, dirt, trash, dirt, dust and/or
of corners, under beds, Surfaces are usually dust and/or spills. spills. Tools,
The floor appears behind doors, around free from trash, dirt, Tools, equipment and equipment and
clean however a check appliances found trash dust and/or spills. supplies have been supplies have been
 of corners, under beds, and dirt. Ceiling, walls Tools, equipment and cleaned and stored cleaned and stored
behind doors, around and baseboards were supplies have been well. Damages are well. Damages are
appliances found trash not free of cleaned and stored promptly reported promptly reported and
and dirt. Ceiling, walls dirt/cobwebs, etc. well. Damages are only. initiates appropriate
and baseboards were Damages are reported. promptly reported corrective actions.
not free of only.
dirt/cobwebs, etc.
Damages are not
reported.

Basic guide Will NOT do tasks, Does NOT do tasks, Does tasks when Does tasks but Does tasks even when
even if asked. unless asked. asked. sometimes needs to not asked.
be asked or reminded.

Attendance: -5% every 15 minutes late.

-30% every unexcused absence (grade for the day will be automatically set to 70%)

Three (3) consecutive lates are equivalent to 1 unexcused absence for the third day.
Notice for absences should be reported to the manager 6-24 hours before the assigned shift, and must be able to swap shifts
with another student with the same position from the other group.

*For example, Bartender A is scheduled to work the shift on Tuesday, but a personal matter comes up. In response, they can
trade that Tuesday shift with Bartender B, who is scheduled to work the same shift on Thursday, Provided both parties
express their consent to the manager on duty.

Regular Shift for Week X New shift for Week X

February 14 Tuesday 8:00AM-11:00PM February 14 Tuesday 8:00AM-11:00PM

Bartender A Bartender B
February 16 Thursday 1:00PM-4:00PM February 16 Thursday 1:00PM-4:00PM
Bartender B Bartender A